Do you ship internationally?

We only ship to the following international countries*:

New Zealand, United Kingdom, Italy, South Africa, Canada, United States, Belgium, Israel, Switzerland, Singapore, Thailand, Kenya, Czechia, Ireland, Croatia, Greece, Samoa, Tonga, Denmark, Germany, France, Hungary, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden

Unfortunately our main and most reliable international delivery partner, Australia Post, has suspended shipping to a number of countries due to significant COVID-19 delays.

We've momentarily stopped shipping to some international areas until we can confirm that your order will arrive safe and sound. We will be shipping again as soon as we have tested and confirm our orders arrive in a safe and timely manner*. We are reviewing this on a weekly basis.

For more info, please see this article here.

NOTE: In some countries, we may only be able to ship to your main cities and metro areas. For more information please email [email protected]

*Unfortunately, we cannot promise your package will arrive by a certain date, but please know that we do our best to get everything to you ASAP! Sometimes packages are held up in customs for seemingly no reason, and transit times can vary greatly from country to country.
 
Please rest assured, that our team will help you if you are worried about your orders arrival. If your order has surpassed the lead-time, email our team and they will assist to the best of their ability.

How much does shipping cost? How long will my order take to arrive?

The following information refers to how long it takes for our Delivery Partners to travel and get your package from our warehouse to your door.

Australia: VIC, NSW, QLD, SA
$7 AUD Standard Shipping. Delivered within 14 days after dispatched. We offer FREE SHIPPING on orders over $99.95.

Update 25 March, 2021: Due to severe weather conditions in NSW + QLD, there will be delays on delivery times. Please see more information on the Australia post website: https://auspost.com.au/service-updates/current-updates/flood-impacts


Australia: WA, TAS, RURAL AREAS
$10-$15 AUD Standard Shipping. Delivered within 15-20 days after dispatched. We offer FREE SHIPPING on orders over $99.95.

New Zealand
$20-$35 AUD Standard Shipping. Delivered within 15-20 days after dispatched.

Within USA, Canada, Asia, Africa
$35-$60 AUD, depending on your area. Delivered within 7 weeks after dispatched.

UK and Greater Europe
Delivered within 7 weeks after dispatched.
$35-$50 AUD depending on your area.

These lead times are set by our delivery partners.

Our Delivery Service Providers Are:
1) Sendle - Sendle is our shipping service who allocate orders automatically to delivery companies such as FastWay, Couriers Please and DHL
2) Australia Post - Who use AusPost, AusPost Express and StarTrack.

When do you ship out orders?

We currently ship orders Mondays, Wednesday and Fridays.

Australian National Orders
If you're in Australia, your order will be dispatched within 4 business days. Orders are dispatched Monday - Friday, though our team works on weekends to pack orders to pre-pare for a Monday send off.

International Orders
They are dispatched within 3 business days, though tracking updates 5 days after dispatched. (Annoying, we know! We're working with our delivery partners to see what better options are available)

Public Holidays Orders
In the event of a public holiday your order will ship on the closest following business day. During busy times (holiday season, sales etc) there may be delays of up to 3 business days. If there is an issue or we are unable to fulfil your order for any reason, we will contact you to let you know!  

Contact us at [email protected] if you have any questions. We pride ourselves in our customer service support. So no question is too big or small!

Will I be charged customs/import duties?

Yes - Unfortunately we cannot control any duties/taxes applied to your package. You will be responsible for paying any additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.
 
Please Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
 
You may be charged different customs fees with each order placed from Flex Factory, as taxes and processing costs may change in your country or region.

I entered the wrong shipping address, what should I do?

When entering your shipping address, always take care to double check all building / unit / apartment numbers / floors are included where applicable. We also highly recommend shipping to a work / business address where possible.

If you have incorrectly entered your address and not yet received a shipping confirmation from us, please email us ASAP and we will advise you of the status of your order.

If your order has already shipped, unfortunately there is nothing we can do until (and if) your order gets returned to us. Sorry!

Can I pick up my order?

Last Updated (1 August, 2021):

Due to COVID-19 and the Stay At Home Lockdown Order, we currently do not offer local pickup. Stay safe!

Yes! We now offer pick up from our warehouse at Shop 5/450 Elizabeth St in Surry Hills, NSW, 2010. If you have an urgent delivery deadline or want to save a bit of money on shopping, use this service to pick up your amazing goodies.

This service is currently available on Monday, Wednesday and Friday from 12-3pm. These days are subject to change, so please check this page or email us if you have any questions.

Our shop has bright pink curtains and is situated between the strip of stores between Pizza Hut and the convenience store. Google Maps may lead you to an office buzzer, please disregard that and walk right on into our store which will be open so long as you're collecting within the allocated pick up time frames :)

Please bring a screenshot of your confirmation email and order no. If someone is picking up on your behalf, please email their full name to: [email protected]

If you have any questions or need reassurance. Please email our amazing team at [email protected] for support.

STILL HAVE QUESTIONS?

[email protected]